호텔 연회 종사원의 감정부조화가 소진에 미치는 영향 - 자기효능감의 조절효과를 중심으로 -
The Effect of Emotional Labor on Burnout of Employee in Hotels Banquetsf : Mediating Effect of Self-Efficacy
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The study investigates the moderating roles of self-efficacy in the relationship between emotional dissonance and burnout. Data were collected from 194 hotel banquet employees of 7 five star hotels in 2015. The statistical tools in this research were frequency analysis, reliability analysis, correlation analysis, exploratory factor analysis, and regression analysis. The results of this study, based on a positive analysis, could be summarized as follow, Frist, the higher emotional dissonance in the emotional labor, the higher burnout. Secondly, moderating effects of self-efficacy were tested in relations between emotional dissonance and burnout. As a result, social support had moderating effect on the relationship between emotional dissonance and burnout and no influence in relations between surface acting and job satisfaction. This suggests that the support of supervisors and co-workers would reduce the hotel banquet employees emotional dissonance in their process of service. I hope that this paper would contribute to increasing a competitive edge for human resource management of hotel banquet employees.
Abstract
The study investigates the moderating roles of self-efficacy in the relationship between emotional dissonance and burnout. Data were collected from 194 hotel banquet employees of 7 five star hotels in 2015. The statistical tools in this research were frequency analysis, reliability analysis, correlation analysis, exploratory factor analysis, and regression analysis. The results of this study, based on a positive analysis, could be summarized as follow, Frist, the higher emotional dissonance in the emotional labor, the higher burnout. Secondly, moderating effects of self-efficacy were tested in relations between emotional dissonance and burnout. As a result, social support had moderating effect on the relationship between emotional dissonance and burnout and no influence in relations between surface acting and job satisfaction. This suggests that the support of supervisors and co-workers would reduce the hotel banquet employees emotional dissonance in their process of service. I hope that this paper would contribute to increasing a competitive edge for human resource management of hotel banquet employees.
참고문헌 (33)
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